IT Glue Reviews

Essential business tool

Pros:

It does what we need, we are able to keep our documentation processes standardized across our clients and our internal systems.

Cons:

Nothing I outright dislike; it does what we need.

Centralized Documentation Solution

Comments: My overall experience with itglue is that it is the best Documentation tool in the market.

Pros:

ITGlue has been our tool for years. I like that There are very little limitation and documentation is easier than ever.

Cons:

The 2 things that I do not like are the mobile app and that there is no desktop solution for uploading files etc.

Alternatives Considered: Password Boss and LastPass

Reasons for Switching to IT Glue: The other tools could not touch ITGlues documentation tools.

Overall disappointed

Comments: It is regrettable that there is so little competition in this area. Because of this the product is expensive and the service poor. If there were more options we likely would have gone with a different solution. Hopefully there will be other players in the game by the time our agreement is up. Overall, we are disappointed in the value of this product.

Pros:

The main feature of the product is document storage and it does this well. For storing configurations about your client's technology, expiries and passwords, I do give it high marks. The permissions are very granular so you are able to allow many users (and even clients) appropriate access. Whatever information you have for your client, there is a spot to store it. The offer a lot of integrations with RMMs, PSAs and other IT vendors.

Cons:

The granular permissions come at the cost of a learning curve in understanding how the permissions work. IT Glue tries to incorporate a lot of functionality to make it a more useful and all-in-one tool, but much of the functionality is just not good. For example, you can create checklists that can be reused on different sites but it is very basic. We use Process St for checklists and couldn't imagine moving to such an inferior product for a bit of convenience. The password manager is about where other mainstream password managers were 10 years ago. We were embarrassed to offer it to our clients. The website is not aesthetically pleasing and the app has only limited functionality. I have found the customer support to be terrible.

Why should you pick IT Glue over anything else? Is it worth it?

Comments: Apart from the significant pros I have mentioned above, we recently started using IT Glue check lists to eliminate the requirement of painfully maintaining documents especially when we are doing new users/leavers or other work that requires sustaining a checklist.

Pros:

I like how it integrates with almost all of the other systems used by MSPs across the globe, bringing all information into a single space for easy visibility and management.I like how it lets you link flexible assets with each other. For example, if you add an application to ITGlue, you can connect all related documents and configuration items to that specific application. So, when someone looks at it, at a glance they get a picture of what else is linked with it without scratching their head or wasting time to figure out related items.Also, I like how it lets control access to certain information. You can decide who has access to certain information. This is an essential feature in the MSP space when security is a major concern because not everybody needs access to everything.

Cons:

I would like to see an improved version of Datto SaaS integration rather than just displaying a summary of the SaaS backups on the landing page for each client.

ITGlue Review

Pros:

I like that there are lots of integrations.

Cons:

I don't have anything that I don't like about ITGlue.

Great automation for IT documentation

Pros:

It automates our IT documentation so it is always up to date without work on my part.

Cons:

It doesn't integrate with every software or application that we use. More integrations could really improve IT Glue.

Alternatives Considered: Confluence

Reasons for Choosing IT Glue: Automation was the key reason we switched.

Switched From: Confluence

ITGlue set our business up to truly Scale

Comments: Overall, documentation is the foundation for any MSP and ITGlue is the best way to build that documentation in a way that helps an MSP scale.

Pros:

ITGlue was the first platform we used to centralize our knowledge and build data and documentation in a way that could scale with a growing company.

Cons:

Searching in ITGlue requires training and is unintuitive. User permission management has evolved but is still silly.

IT Glue is a great solution to manage documentation, assets and keep track of inventory.

Comments: With the usage cases mentioned in this review had pretty much no problems, with some exceptions mentioned previously.
Overall an amazing solution that I truly recommend.

Pros:

Documentation, asset and credential management is great, how everything can be linked with each other. Also a great solution to keep track of inventory in your company.

Cons:

Documentation migration from previous solutions didn't go as flawlessly originally, some content did not copy over seamlessly, like pictures and attachments.

What your IT department has been missing.

Comments: This chanced the game for my company. Tech could easily find the information they need to fix an issue as well as find problem equipment and replace them before they took down any of our services.

Pros:

This program can take your whole knowledge base and still have room to add more. It also integrates into many of the RMA to give you a detailed note of your assets to make it easier to see patterns and issues. Then there are the several tools IT Glue has to find the data you have stored in a fast and efficient way. The flow is just something words cannot explain.

Cons:

I do not have any. IT Glue does what it claims to do and does it well.

Great Product

Pros:

ITGlue is a great knowledgebase for our techs to access important information about all our clients.

Cons:

Management of tech permissions and access needs an overhaul.

IT Glue, a great product

Comments: Software product is amazing, the people that we deal with are amazing.
We cannot say the same with regards to the subscription/billing system, whilst claiming to be a Cloud Product, with Cloud Flexibility, Billing flexibility after the changing from IT Glue to Kaseya is a very bad experience.

Pros:

Flexibility of the product, Run Books and Password handling.

Cons:

Cannot complain on anything with regards to the software.

Alternatives Considered: ITBoost

Reasons for Choosing IT Glue: The product delivers what it states in an easy manner and very easy to learn.

Reasons for Switching to IT Glue: 3 years ago, when we decided to go for the product, IT Glue had a better interface, more functionality and delivered better reports for customers. Today IT Boost, in my opinion, is at par with IT Glue.

IT Documentation and credential management

Pros:

Easily handle large amounts of customer documentation, credentials, and other IT information. Our customer accounts are automatically added by integration with our CRM, further reducing time spent on data entry. Credentials for new clients are easy to import.

Cons:

There have been a couple of outages which affected our business the the past few years, but overall service is highly reliable. As with any online service you should have an offline backup kept up to date just in case.

Alternatives Considered: SolarWinds Service Desk and Confluence

Reasons for Switching to IT Glue: Ease of integration with Autotask and Kaseya, making new client setups take zero time at all.

look elsewhere

Comments: It started off pretty good, but after 2 years there have no real feature improvements and I have had 8 account reps.

Pros:

The integration with ConnectWise Manage was nice.

Cons:

There is not a way to import passwords in to a subfolder, so if you are importing personal passwords they have to go in the root of a folder and then you have to move them. Moving them is problematic because IT Glue times out if you try to move more than 40 at once.

Consolidate onto one tool for all your Client support information

Comments: IT Glue was a game changer for us. Was easy to get of the group relative to other systems we've used in the past, and is a integral part of our day to day operations.

Pros:

IT Glue has allowed us to abandon the myriad of alternative solutions we had in the past for document, asset and password management. It's a favorite tool of much of the team, is used constantly, and has both improved the security of client information while allowing us to abandon the mix of tools required in the past to address different features of its functionality.

Cons:

While IT Glue has come a long way, the search functionality is still a challenge. The organization and flexibility around that continues to improve, so the necessity of search is actually that high as it's still easy to find information if you manage it well, but searching is a weakness of the product.

Kaseya's IT Glue - using it since 2018

Comments: Overall I've been very happy with IT Glue. I was concerned when Kaseya acquired it late in 2018, after I'd only had it for less than 3 months. But it was fine. One really cool feature I learned much later: when another MSP using IT Glue loses a client to us, or we to them, we use a feature called GlueConnect to have/give access to that client's data. We then create our own internal entry and keep the records we want (or all). Oh yeah, and IT Glue's integration with Autotask PSA automatically creates an organization when we create a new account in the PSA. That's handier than you'd think. No more getting in the field and realizing nobody in the team has created the org in IT Glue yet, leaving you to note passwords in your phone til later!

Pros:

It's feature packed, has lots of integrations, is secure, useful mobile app I use A LOT, the MyGlue add on is great for our clients to essentially have a secure "IT binder" that both of us update and we can share step by step instructions for various processes through the documentation section. There's a lot of features we're not using and I feel I'm barely scratching the surface of what I can do.

Cons:

Since signing up for the KaseyaOne interface, the mobile app, on Android anyway, is a little bit more painful to log into. It prompts to login with KaseyaOne. If I do so it will open a browser for credentials, then open the web version of IT Glue on my phone, which is clunky on my small screen, cutting off fields in the password section I use most. I have to remember to X out of that KaseyaOne prompt, then click "not now" on the sign in page, which takes me to the original sign in interface of the app where I can use fingerprint or face detection. This boils down to a couple of quick taps before using the app. It's just something I find a little annoying that can be fine tuned by the company.

Good MSP tool

Comments: This is a great product and is a very good tool to organize data/knowledge for multiple clients securely

Pros:

ITGlue provides all the features to track documentation, processes, environment data, passwords and knowledge for an MSP to manage multiple clients and allow our teams to easily find client data. ITGlue integrates well with our other tools allowing us to sync certain data from other systems to keep some client data up to date automatically

Cons:

ITGlue has a steep learning curve to understanding the various concepts and best practices that we have to put a lot of time into training staff to understand ITGlue but once you understands ITGlue's way of organizing everything it is very useful and does make process more efficient

Alternatives Considered: ITBoost

Documentation system with tons of integrations

Comments: Overall we are super happy with the product. Now that we have a better idea of the best way to use it, we can get our team onboard, and everyone will be happy and able to work more efficiently.

Pros:

We made an intentional push at the end of 2022 to make ITGlue the one truth in our organization. By doing this, we created a naming standard for documents and configurations which is making searching a breeze for our team. We also are using more of the built in integrations which is really helping automate some of the documentation that we need to create

Cons:

It seems like Kaseya is really just starting to put some more love into ITGlue, so some of the integrations have some challenges and their documentation does not really tell you much on how it all works.

Excellent product and it continues to grow!

Comments: We have been using all the parts of IT Glue that we can and love it.

Pros:

The Documentation and keeping track of password including MFA tokens is great.

Cons:

The fact that we cannot have it run on a server inhouse to protect the data.

Alternatives Considered: Jira

Reasons for Switching to IT Glue: Better product

Great Password Manager

Comments: Overall, I am very happy with IT Glue and would recommend it to almost anyone.

Pros:

I really like how easy and intuitive it is to use. The version history has saved me quite a few times with accidental clicking. The ability to offer it to our clients with a replacement to Last Pass is a huge value added to our services.

Cons:

The searching in the documents section doesn't search inside of folders which is annoying. Also, the check all and then change permissions is hidden and someone lacking in options. Support is also just so-so. Most of the time they can't reproduce my issue and then kind of drop it.

IT Glue is a solid and easy-to-use IT Documentation Platform

Pros:

The best thing about IT Glue is how easy it is to add, organize and customize documentation. Being able to create custom flexible assets using the software is also extremely easy and allows us to create meaningful data that is customized to a particular business process or role.

Cons:

One thing that can sometimes be annoying is when trying to attach files to documents or other assets and having the 100 MB file limit cap. Having a higher file limit cap would make the product more useful for attaching files needed for installation to an SOP or Application flexible asset, for example.

A must have tool for IT

Comments: Overall experience has been great. Its perfect to ensure every password have a complex one.

Pros:

One of the most notable features of ItGlue is its user-friendly interface, which makes it easy for even non-technical users to navigate and use the platform effectively. The platform also offers a robust search functionality, allowing users to quickly find the information they need.ItGlue also includes a range of customization options, allowing users to tailor the platform to their specific needs.

Cons:

Only con I have is when there is an outage!

MSP Use Case for IT Glue

Comments: Ease of use and access coupled with a great price point when bundling this with BMS and VSA makes this an easy win for all MSP's ranging in size from small to large.

Pros:

It allows us to have an easy to access central location for all of our documentation, across all of our clients and prospective clients. Staff understand how to pull value from this tool with minimal training.

Cons:

There are features within IT Glue that are well thought out, but perhaps not applicable specifically to our workflows. It can be a challenge to understand how to use these features in the best way as there's not really a "This is best practice" approach for these items.

Single pane of glass for documentation

Comments: We have been a happy user of IT Glue for quite sometime and would recommend it to anyone looking for a centralized docmentation platform.

Pros:

IT Glue allows us to have a single pane of glass for all of our client documentation needs. It integrates with many 3rd party utilities which automates the documentation process for us which save times and also makes us more efficient.

Cons:

Only negative is I wish the import documents supported more types instead of having to convert everything during upload

My recommended, go-to documentation solution for any IT department/company!

Comments: Overall, ITGlue is great, the solution allows us to standardise our IT documentation but also share it with our customers via MyGlue

Pros:

The integration with 3rd party solutions, along with Kaseya's massive product stack. The easy to use UI, making it even easier and less daunting when it comes to documenting our customer's IT setup.

Cons:

Even though it's easy to use, I think it could be even more user friendly when it comes to access permissions both for ITGlue and MyGlue.

ITGlue has helped us organize and consolidate our critical documentation

Comments: Onboarding and Offboarding Users

Pros:

We are not an MSP, but IT Glue has provided us with a central repository of our critical documentation for systems and software. The customization of flexible assets is just what we needed to consolidate different information from many different sources. We use custom checklists for onboarding and offboarding our users and the ability to relate information is very useful. The audit logs are a big help to keep us on track, We love the product and highly recommend it to our partners.

Cons:

There are no dislikes about the product.